QR code access

Question

I can I retrieve my business Outlook QR code to reset authenticator when unable to log into the account

Answer 1

A QR code for Microsoft Authenticator (or for Entra QR code sign-in) can only be generated after successfully signing in, so it cannot be retrieved if sign-in is blocked by MFA.

Use one of these supported recovery paths:

1. Try another sign-in method (if configured)

• If any alternative method was set up (SMS, voice call, backup email, FIDO key, etc.), use that to sign in.
• Once signed in, go to the Security info page at https://mysignins.microsoft.com/security-info and:
  • Remove the old Authenticator registration.
  • Add it again using Add sign-in method → Microsoft Authenticator → Add, then scan the new QR code from the app.

2. If no other MFA method works and this is a business account

• If there is another admin in the tenant, ask that admin to reset MFA:
  • In Microsoft Entra admin center, go to Users → All users → [your account] → Authentication methods and select Require re-register multifactor authentication. After that, sign in again and reconfigure Authenticator with a new QR code.
• If there is no other admin and this is the only administrator account, Microsoft Data Protection support must intervene:
  • Call Microsoft using the Customer service phone numbers for business support.
  • When prompted by the IVR, clearly state that this is an Office 365 for business account, that it is a company account, that you are the only administrator, and that you need a service request for MFA reset / Authenticator access.
  • Ask to be routed to the Data Protection team to regain access to the tenant admin account.
• If reaching an agent is difficult, an alternative is to:
  • Create a temporary trial Microsoft 365 tenant (a new, separate tenant).
  • Sign in to the new tenant’s Microsoft 365 Admin Center and open Help & support.
  • Submit a ticket explaining that you are locked out of a different tenant where you are the only admin and request the Data Protection team to reset MFA on that original tenant.
  • After resolution, cancel the trial subscription to avoid charges.

3. About Entra QR code authentication (frontline workers)

• Entra’s QR code authentication for frontline workers is separate from Microsoft Authenticator setup.
• It can only be used on supported mobile devices after the QR method is enabled and the user has already signed in once with an existing method; it cannot be used to bypass an MFA lockout.

In summary, the QR code cannot be retrieved without first regaining access via another method or via an admin/Data Protection-assisted MFA reset. Once access is restored, a new QR code can be generated from the Security info page or via the Entra admin tools, depending on the scenario.

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References:

• How to add your accounts to Microsoft Authenticator
• How to enable the QR code authentication method in Microsoft Entra ID
• Authentication methods in Microsoft Entra ID - QR code authentication method
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A